A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Although the terms “customer loyalty” and “customer ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

In the year since the Biden administration issued an executive order pushing for federal agencies to improve their customer-facing resources, the Homeland Security Department has taken a variety of ...

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

For companies, particularly smaller ones, ensuring every necessary action is taken to support customer experience and perform well can be a challenge. While generating profits is the primary objective ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.